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            <h1 class="heading">
                Customer Service Manager @ Teledirect Singapore</h1>
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                    <strong>Customer Service Manager (Premium Account)</strong><br />
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                        <a href="/careers/singapore.aspx"><< Jobs in Singapore</a></div>
                    <br />
                    <br />
                    <strong>Responsibilities:</strong>
                    <ul>
                        <li>To establish and measure performance metrics such as Service Level, Average Handle
                            Time, Abandoned Rate etc.
                            <li>Achieves customer service objectives by contributing customer service information
                                and recommendations to strategic plans and reviews; preparing and completing action
                                plans; implementing production, productivity, quality, and customer-service standards;
                                resolving problems; completing audits; identifying customer service trends; determining
                                system improvements; implementing change.</li>
                            <li>Reviews established work procedures (work flow) with the aim to improve service
                                experience for customers.</li>
                            <li>Improves customer service quality results by studying, evaluating, and re-designing
                                processes; establishing and communicating service metrics; monitoring and analyzing
                                results; implementing changes.</li>
                            <li>Continue seeking ways to increase Customer Satisfaction</li>
                            <li>To supervise the team and instill teamwork and good morale in the working environment</li>
                            <li>Responsible for staff training on products, systems and customer service</li>
                    </ul>
                    <br />
                    <strong>Requirements:</strong>
                    <ul>
                        <li>Diploma or Degree holder</li>
                        <li>At least 8-10 years working experience preferably in a multinational organization</li>
                        <li>Excellent track record in senior management roles</li>
                        <li>Excellent understanding of contact centre operation</li>
                        <li>Strong communication skill with good presentation skills.</li>
                        <li>Effective decision maker and team player.</li>
                        <li>Strong leadership skills, business orientation and must be a thought leader</li>
                        <li>Sound knowledge of customer satisfaction and quality programs</li>
                        <li>Good command of both written and spoken English and Chinese is preferred to liaise
                            with Mandarin speaking associates. </li>
                        <li>Applicable to Singaporean and Singapore PR only </li>
                        <li>Working Location Chai Chee (East Area) </li>
                        <li>5 days work week (8.30am to 6pm, Mon – Fri) </li>
                    </ul>
                    <br />
                    <strong>Interested applicants, please email a detailed copy of your resume in MS word
                        format to: <a href="">recruitment@teledirect.com.sg</a> or click Apply Now stating
                        your qualifications, work experiences, current and expected salary, and date availability.</strong>
                    <br />
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                    ** Only shortlisted candidates will be notified. Thank you **
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                        <a href="/careers/submit.aspx?jobrefcode=SG201209200001">APPLY NOW</a>
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